Critter Getter Pet Transportation

Do not use this transportation service! I received a text hours after they picked up my puppy in NC. Text stated puppy would be delivered to me 7 days later. My puppy would be in a small cage in a van for 7 days with only 4 days of food! Not to worry, puppy would have pee pads in the crate. Completely unacceptable and so cruel! I asked them to return puppy to breeder which Critter Getter did later that same day. I was told over the phone and in writing a refund would be given. It’s been over 2 weeks and no refund. Critter Getter has not replied to my texts, emails or calls.

On 1/29/2020 I entered into a contractural agreement with Critter Getter Pet Transportation LLC to transport an 8-week old puppy from ***, Kentucky to ***, Virginia on 2/7/2020. The only information I was provided to make decisions to acquire their services was their contract sent on 1/28/2020. Their contract states that most transports take 1-4 days depending on distance and routing. The contract also states that cancellations must be made 72 hours in advance of the pick-up date (2/7/2020) in order to get a full refund. The contract sent to me does not include any contact information or website link.

The next communication I received from Critter Getter Pet Transportation LLC was on 2/4/2020 at 415p via text message. The text message stated that my puppy would be leaving Kentucky on 2/7/2020 and arriving in Virginia on 2/13/2020. The reasoning, according to the company, was that other animals would be transported to various locations along the way in addition to my puppy. I did not agree, nor was I made aware that more animals other than mine would be transported at the same time. Further, a 6 day transport falls well outside their 1-4 day estimation in the contract. Additionally, I was not given all relevant information to make a decision to use this company until 2/4/2020. Because of their infrequent and lacking communication, I was not given the opportunity to abide by their 72 hour cancellation notice requirement to get a full refund.

I notified via text message a company representative at 503p on 2/4/2020 to cancel my contract. I also requested a full refund. I was then directed to discuss the matter with the company owner. Between 2/4/2020 and 2/5/2020 I attempted to call the owner 4 separate times and left 2 voicemail messages. I have never received a call back from her. I then emailed the owner in an attempt to seek a full refund. They have been resistant to my complaint and request. They claim they provided me with information other than the contract and text messages on 2/4/2020 to make a purchase decision. They have not. They have stated they sent me detailed route information prior to 2/4/2020. They also state that I was directed to look at their website (they only have a Facebook page). Both of these statements are false. The email and text message record I have is evidence of their false statements to me. I was sent on 2/6/2020 via email a screen capture of a Facebook post detailed three different routes of varying date ranges. This was the first time I was directed to this information. However, it was vague. It only gives date ranges, not origin and destination/arrival times.

Critter Getter Pet Transportation LLC is not abiding by their own contract agreement. They deny this and refuse to refund my money.

As of 2/6/2020 they have issued me a 50% refund. However, I am filing this complaint in order to seek a full refund.
Product_Or_Service: Transportation of animal